{"configs":{"ID":{"date-restrictions":{"investor-minimum-age":21,"passport-expiry":6}},"MY":{"date-restrictions":{"investor-minimum-age":21,"passport-expiry":6}},"SG":{"date-restrictions":{"investor-minimum-age":18,"passport-expiry":6}},"VN":{"date-restrictions":{"investor-minimum-age":18,"passport-expiry":6}}},"locales":{"ID":{"en":{"about-us":{"body":{"caption":"Our values are actionable, authentic and ambitious. We are clear on the behaviours we expect, without second-guessing, they reflect who we are and aspire to be,
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Willing Ongkowidjaja is a member of Modalku’s board of commissioners, whose role is to oversee how the company is run. Willing is an Indonesian citizen and is currently Co-Founder & Managing Partner at Alpha JWC Ventures, a venture capital firm that focuses on the FinTech sector.

Willing has had a long career history in the investment banking, merger and acquisition, finance, and management consulting fields. He was Director of Investment Banking Department at UBS Investment Bank, Senior Associate of Corporate Finance at BNP Paribas, and an Associate at McKinsey & Company.

He completed the Harvard Business School Owner/President Management (OPM) Program in 2018. He graduated with a master’s degree in Finance and Operations Management from the UCLA Anderson School of Management, and received his undergraduate degree in Business Marketing and Finance from the University of Oregon.

","name":"Will Ongkowidjaja","photo":"/assets/img/_public/about-us/lead-willing-ongkowidjaja.jpg","role":"Commissioner"},{"description":"

Reynold Wijaya is one of the founders of Funding Societies and Modalku. Currently, his title is Co-Founder & CEO of Modalku. He is responsible for running and representing the company. The Indonesian citizen was previously the Assistant Vice President of Manufacturing at PT United Family Food, where he led the engineering team and was actively involved in business expansion.

In 2013, Reynold began his Master of Business Administration (MBA) program at Harvard Business School. He met Kelvin Teo at Harvard and together, they founded Funding Asia Group, Pte. Ltd during the course of their study. In January 2016, Reynold founded Modalku in Indonesia.

Reynold graduated with an MBA from Harvard Business School in 2016. In addition, he completed a graduate degree and an undergraduate degree in Industrial and Operations Engineering from the University of Michigan.

","name":"Reynold Irsian Wijaya","photo":"/assets/img/_public/about-us/lead-reynold-wijaya.jpg","role":"CEO of Modalku"},{"description":"

Iwan Kurniawan is Chief Operating Officer (COO) of Modalku, and is responsible for company operational activities. The Indonesian citizen built his career in the management consulting field. Prior to becoming COO of Modalku, he was a consultant at Oliver Wyman Pte. Ltd (2013 - 2016) and at PT Sarana Strategi Indonesia (2012 - 2013). He was a commissioner of PT Aglow Consulting (2011 - 2016).

Iwan completed a Bachelor of Science in Applied Economics & Management degree from Cornell University in 2012.

","name":"Iwan Kurniawan","photo":"/assets/img/_public/about-us/lead-iwan-kurniawan.jpg","role":"COO of Modalku"},{"description":"

Ronald Wijaya is a member of Modalku’s board of commissioners, whose role is to oversee how the company is run. The Indonesian citizen is one of the founders of PT Konsula Amarta Nusantara (known to the general public as Lemonilo) and is now active as Co-Founder of the company. Previously, he worked at PT United Family Food as Project Manager (2014 - 2015) and as Operations Manager (2012 - 2014).

Ronald graduated with his undergraduate and graduate degrees in Industrial and Operations Engineering from the University of Michigan.

","name":"Ronald Irsien Wijaya","photo":"/assets/img/_public/about-us/lead-ronald-wijaya.jpg","role":"Main Commissioner"}],"title":"Leadership Leads"},"company-shareholder":{"shareholder-list":[{"description":"Funding Asia Group, Pte. Ltd is regulated by laws of the Republic of Singapore that manage holding companies. The company focuses on its holding function, which covers the planning, results-measuring, supervision, management, and optimization processes of its subsidiary companies and/or its affiliates. Funding Asia Group, Pte. Ltd is officially registered at the Singapore Business Federation association and owns 4 peer-to-peer lending platforms in Indonesia, Singapore, Malaysia, and Vietnam.","name":"Funding Asia Group, Pte. Ltd"},{"description":"PT Modalku Indonesia Makmur is regulated by laws of the Republic of Indonesia and is a company in the services and trade sector.","name":"PT Modalku Indonesia Makmur "}],"title":"Company Shareholders"},"header":{"caption":"Stronger SMEs, Stronger Societies","title":"Support SMEs as the","title-2":"backbone of Indonesia's
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1. INTRODUCTION

The Allocation Policy (“Policy”) details the fund allocation procedures for Funding Societies | Modalku (“FSMK” or the “Firm”), with respect to the lending operations of its business. This Policy will be reviewed periodically, to evaluate its adequacy and the effectiveness of its implementation. Customers of FSMK are given access to the Policy and are notified when there are changes. This policy should be read in conjunction with the Subscription Agreement signed by the Customer.


2. OBJECTIVE

FSMK operates a two-sided online lending platform involving Lenders for the crowdfunding of Loans and/or Receivables and Borrowers and/or Sellers, in addition to FSMK itself. The objective of this Policy is to ensure fair and transparent allocation of funds in key scenarios, as well as mitigate potential conflict of interest between stakeholders.

This includes:

3. DEFINITIONS

In this policy, unless the context otherwise requires:

“Auto Lenders” means lenders that have selected the “Planned Funding Option” as described in section 4.1 (b).

“Deliberation Time” means the period from notification to the lender of a new lending request on the platform to the commencement of crowdfunding for the facility. This enables lenders to go onto the Platform, consider the new lending request before crowdfunding and select the lending that they may wish to participate in when the crowdfunding starts. FSMK strives to provide 3 to 6 hours as the standard Deliberation Time with a minimum 3 hours of Deliberation Time. In the event that changes are made to the lending criteria during an active crowdfund; e.g. if the minimum lending criteria is amended; a new notification will be issued to lenders and lenders will be given Deliberation Time to consider the changes to the lending request before the crowdfunding closes. FSMK will continue to monitor the feedback from Crowd Lenders and refine the Deliberation Time if and when FSMK deems it necessary.

“Facility” means a loan or receivables purchase offered to lenders through FSMK’s crowdfunding platform.

“Lending” means a contribution by a lender into a crowdfunding facility.

“Lending criteria” means the criteria in an Auto Lender’s standing instruction that will be used by FSMK to mechanically allocate funds of Auto Le to lendings. The lending criteria will be wholly determined by an Auto lender and may include but is not limited to the lending Contribution; Lending Tenure; Interest paid per annum; the industry of the Borrower and any other criteria that they require.

“Lending Contribution” means the amount that an Auto Lender wants to lend into each individual facility.

“Manual Lenders” means lenders that have selected the “Manual Lending Option” as described in section 4.1 (a).

“Pre-Crowdfund” means before crowdfunding lenders receive a notification from FSMK that there is a new lending request is posted on the Platform.

“Private Placement” means an offer of lending to selected private lender(s) that are willing to lend a larger stake in an lending. This offer of lending is not made through the FSMK crowdfunding platform.


4. FUND ALLOCATION FOR LENDERS

4.1 SELECTING LENDING OPTIONS

Lenders are required to select the approach they like to lend upon subscribing on FSMK’s Platform. There are two options:
  1. Manual lending option
    Lenders would receive a notification from FSMK before a new lending request is posted on the Platform for crowdfunding and will be given Deliberation Time before crowdfunding commences. This enables lenders to go onto the Platform, consider the new lending request before crowdfunding and select the lending that they may wish to participate in when the crowdfunding starts. FSMK will accept lending from Manual Lending lenders on a first-come-first serve basis, based on FSMK’s electronic record of the lending timing on the Platform.
  2. `Planned Funding` option
    Lenders would provide details to FSMK on the type of lendings that they wish to participate in and give standing instructions to FSMK to proceed with such lending for them. As and when there is any lending request that meets the lenders’ standing criteria, the lenders will be notified of such lending request for Deliberation Time. FSMK will proceed to process the lenders’ participation in the said lending as per their standing instructions, before crowdfunding starts. Some of these lenders may be placed on the waiting list (“Waiting List”) for the said lending and would be informed accordingly.

    If the lenders do not revoke their standing instructions in respect of such lending request before the end of business day of crowdfunding, the lenders’ auto-allocation into the said lending will be final. If lenders revoke their standing instructions in respect of such lending request before the end of business day of crowdfunding, they will be replaced by the Waiting List lenders who did not revoke their standing instruction. Lenders can revoke their selection by changing their lending for the said lending on the Platform.

In the event that changes are made to the lending criteria during an active crowdfund; e.g. if the minimum lending criteria is amended; a new notification will be issued to both Manual and Auto lenders and Deliberation Time will be given to allow Manual and Auto lenders consider the changes to the lending request so they can decide to Opt-In or Opt-Out before the crowdfunding closes.

Lenders can change their lending approach from Manual to `Planned Funding` and vice versa, under settings on the Platform. Auto Lenders can also change the details on the type of lendings that they wish to participate in their standing instructions, under settings on the Platform. FSMK’s electronic record of the lenders’ selection on the Platform will be considered final.

Lenders’ selection of `Planned Funding` option does not preclude them from manually lending on the Platform. Given the expected long list of Auto Lenders, FSMK recognizes that not all Auto Lenders may get to lend in upcoming new lending request. For Auto Lenders who are keen to lend in specific new lending requests or increase their lending more than the `Planned Funding`, they will be given equal opportunity like other Manual Lending lenders to lend.


4.2 RATIONALE FOR LENDING OPTIONS

FSMK recognizes that each lender may have different lending approaches and preferences. The `Planned Funding` option is to enable lenders who prefer or are unable to respond to new lending requests under regular notice, which could reduce their ability to diversify their portfolio, to still participate and passively create a portfolio of lendings.

The lending options are not meant to provide an unfair advantage against other lenders or to delay conclusion of crowdfunding for borrowers and/or sellers. Auto Lenders are given equal opportunity to manually lend. Similarly, Auto Lenders should recognize the inherent trade-off between convenience and control of lending. They should not abuse the `Planned Funding` option as a ‘call option’ to increase their deliberation time and reject lendings that fit their standing instruction in an unreasonable frequency.

FSMK reserves the right to restrict lenders to certain lending options and make reasonable exception for lenders to ensure a level playing field for lenders and borrowers and/or sellers.


4.3 ALLOCATION OF LENDING OPTIONS

FSMK takes the following approach for lending allocation:

4.3.1 Allocation between Manual Lenders and Auto Lenders:
For each new facility request, FSMK will determine the ratio of allocation to Auto and Manual Lending options (“Auto-Manual Allocation”). FSMK will endeavor to allocate a ratio that provides an optimum opportunity for both manual lenders and auto lenders. The Auto-Manual Allocation will be reviewed and updated periodically, if the situation warrants based on FSMK’s discretion.

4.3.2 Allocation for Auto Lenders (sufficient lending allocation for all Auto Lenders):
Allocation for Auto Lenders will be based on the Lending criteria that the Auto Lender has specified so long as the lending amount allocated to Auto Lenders is large enough to accommodate all Auto Lenders based on their Lending Contribution. In the event that the lending amount is not large enough to accommodate all Auto Lenders based on their Lending Contribution, FSMK will prorate the Lending Contribution.

4.3.3 Allocation for Auto Lenders (insufficient lending allocation to accommodate all Auto Lenders:

  1. FSMK will place Auto Lenders into a queue which ranks each Auto Lenders from lenders who have the longest time span without lending to most recently lended on `Planned Funding` option (“`Planned Funding` Rank”). The ranking will not take into consideration Manual Lending by Auto Lenders. For the initial crowdfund at the inception of this policy, queue ranking priority will be based on the registration date of the lender. Auto Lenders will be able to check their queue number when they login to their accounts online.
  2. Based on the ranking, FSMK will prorate the Lending Contribution for each lender up to the amount of the lending that is for Auto Lending (Refer to 4.3.4 for illustration). All odd prorated numbers will be rounded off to the nearest multiple of IDR 100k. The minimum Lending Contribution for each lending is subject to change at FSMK’s discretion, to increase the chances of successful crowdfunding. For illustration, FSPL may set a higher minimum Lending Contribution of IDR 1 million for a facility of IDR 1 billion and a lower minimum Lending Contribution of IDR 100k for a facility of IDR 500 million. If an Auto Lender’s Lending Contribution falls below the minimum Lending Contribution for the specific lending, the Auto Lender will not be considered in the `Planned Funding` Rank.
  3. Auto Lenders that are not allocated an lending in the most recent lending will advance in the queue, while those that have participated in the most recent lending will be placed at the end of the queue. Likewise, if an Auto Lender misses an Planned Funding due to the lending criteria in his/ her standing instruction or revokes his/ her standing instruction for a lending request, the Auto Lender will advance in the queue because the Planned Funding Rank continues in order of lenders based on the longest time span without Planned Funding completed for an Auto Lender.
  4. If an Auto Lender’s account balance falls below the specified contribution per lending in his/ her standing instruction, the Auto Lender will be placed at the bottom of the Planned Funding Rank to ensure Borrowers and/or sellers secure the crowdfunded amount. The Auto Lender will be re-ranked based on the last Planned Funding date, once his/ her account balance rises above the specified lending per lending in the standing instruction.

4.3.4 Example of Proration of Lending Contribution:
FSMK will pro-rate their lending based on the allocated lending quantum and their specified lending per lending. For illustration, for a facility of IDR 500 million, IDR 100 million of the lending will be allocated to Planned Funding. Assuming the sum of contribution per lending for all Auto Lenders is IDR 800 million, an lender who has specified a contribution per lending of IDR 5 million will be allocated IDR 625k for the facility. The calculation is as follows:

Your Planned Funding = (Your Contribution per lending) * (Lending allocation) / (Sum of Contribution per Lending)

In this case, 625k = IDR 5 million * IDR 100 million / IDR 800 million

This approach enables the more Auto Lenders to participate in a lending, thereby increasing diversification. However, wherever the pro-rated amount goes down below IDR100k, the amount will be reinstated at IDR100k to ensure the minimum threshold is not breached.


5. ALLOCATION FOR CROWDFUNDING AND PRIVATE LENDINGS

Although crowdfunding is FSMK’s main business, FSMK lends to Borrowers and/or Sellers from Private Lenders or from its/affiliates’ own funds on a selective basis, in the following situations:


6. CROWDFUNDING FOR MULTIPLE BORROWERS AND/OR SELLERS

If there are multiple lending requests from different Borrowers and/or sellers, FSMK reserves the right to put up the requests simultaneously or sequentially for crowdfunding on a first-come-first serve basis, based on the onboarding date and time of the Borrowers and/or sellers.

On an exceptional basis, FSMK may also put up the request first for a Borrower that onboarded later (for example, if the Borrower and/or Seller requires the funds urgently), provided the action does not unfairly prejudice the crowdfunding opportunity for earlier onboarded Borrowers and/or sellers.


7. EXCESS AND SHORTAGE OF CROWDFUNDING AMOUNT FOR BORROWERS AND/OR SELLERS

If the funds that lenders are willing to lend exceeds the amount requested by a Borrower and or Seller, FSMK will only crowdfund the amount requested and reject the excess funds. This is to avoid the Borrower and/or Seller from obtaining more funding than it needs or more than it can repay. If the funds that lenders are willing to lend falls below the amount requested by a Borrower and/or Seller after the crowdfunding period, FSMK will extend the crowdfunding period subject to the consent of the Borrower and/or Seller. After the extension, if the funds fall short of the Lending Request amount by only up to 20%, FSMK reserves the right to consider it a successful crowdfunding and the Escrow Agent will proceed to disburse the funds. However, if the funds fall short of the Lending Request amount by more than 20%, FSMK reserves the right to consider it an unsuccessful crowdfunding and cancel the crowdfunding. This is because the lending will unlikely be sufficient for the intended purpose of the Borrower and/or Seller.


8. CONCLUSION

The Allocation Policy aims to ensure fairness and transparency for all stakeholders. It is designed to be comprehensive and resilient to future scenarios, but it is an inherently challenging endeavor as crowdfunding is still a nascent industry in Southeast Asia. The Allocation Policy will be reviewed on a regular basis by FSMK’s internal audit and compliance team, to ensure the Allocation Policy is complied with and that stakeholders are fairly served.

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Investment","per-annum":"Per Annum","please-enter-a-multiple-amount":"Please enter a multiple amount of","simulate-returns":"Simulate Interest","simulate-returns-caption":"Insert Amount and and the the expected interest will be shown here","starting-soon":"Starting Soon","subscribers-only":"subscribers only","the-crowdfund-will-start-at":"The crowdfund will start at","this-investment-is-for":"This investment is for","tooltip":{"exclusive-loan":"Exclusive Loans for Accredited Investors"},"total-interest":"total interest of","type":"Type","you-have-invested":"You've invested","you-will-receive-principal":"you will receive your principle of ","your-balance-is-too-low":"Your balance is too low"},"loan-name":[{"id":10,"label":"Pinjaman UMKM"},{"id":11,"label":"Invoice Financing"},{"id":12,"label":"Revolver & MCA"},{"id":41,"label":"Pinjaman Terproteksi"}],"menu":{"loan-status":"Loan status","view":{"title":"View","view-grid":"Grid","view-list":"List"}},"no-loan":{"caption-1":"Stay tuned for our next crowdfunding campaign.","caption-2":"Click","caption-3":"here","caption-3-link":"./admin-investor/portfolio","caption-4":"to view your portfolio or","caption-5":"here","caption-5-link":"http://blog.modalku.co.id/","caption-6":"to learn more about our recent posts.","section-1":{"caption":"More things you can do","list":["Read our articles on planned funding","Activate or reset your planned funding here, to make sure you don't miss out the crowdfunding loan"],"title":"There is no crowdfunding campaign at this moment"},"section-1-caption":"More things you can do","section-1-list-1":"Go to our open user-community Crowdfund Talks to find out tips to increase your interest in P2P from your fellow investors.","section-1-list-2":"Go to Blog to learn more about our recent posts.","section-1-list-2-blog":"blog","section-1-list-2-go-to":"Go to","section-1-list-2-recent-post":"to learn more about our recent posts.","section-1-title":"There is no crowdfunding campaign at this moment","section-2-button":"Refer Now","section-2-caption":"Be rewarded by referring SMEs and work hand in hand with us to create stronger SMEs through stronger societies.","section-2-title":"Want more loans, refer an SME now!"},"number-loans-chosen":"Selected","opt-out":{"are-you-sure":"Are you sure?","cancel":"Cancel","caption":"After opted out auto-invest for this loan, you will have to manually invest it during the crowdfunding campaign duration if you still want to invest it.","confirm":"Confirm","opt-out":"Opt Out","opt-out-loan":"Opting out of loan","title":"Opt out auto-invest?"},"redirect-to-esign-portal":"Redirect to digital signature portal...","see-funding-summary":"See Funding Summary","simulate-returns":{"content":"

Any information regarding interest on investment shown in the simulator are solely for illustrative purposes only, and do not constitute an express or implied warranty or representation that you will likewise experience similar interest on your investments, as the actual interest on your investment will vary from one transaction to another. Nothing contained in the simulator is, or shall be relied upon as, a promise or representation of the future performance or interest of actual transactions.


You should make your own decision whether or not to participate in any transaction, based on your own independent evaluation and analysis having regard to your financial commitments. Nothing contained herein constitutes financial, legal, tax or other advice, nor should any decision to participate in any transaction be made solely based on the content of this document. You should obtain independent advice from a qualified expert before making any decision.

","title":"Simulate Interest Disclaimer"},"table":{"amount-left":"Funding Balance","factsheet":"Factsheet","interest":"Interest","invest-now":"Invest","loan-amount":"Loan Amount","loan-code":"Loan Code","status":"Status","tenor":"Tenor"}},"caption":"See Monthly Statements","career":{"company-culture":{"caption":"We're working hard to create the best product experience ever and we're always looking for great people to help us accomplish that vision.","title":"Company Culture"},"connect-with-us":{"caption":"We're working hard to create the best product experience ever and we're always looking for great people to help us accomplish that vision.","title":"Connect with us"},"current-openings":{"button":"Apply for job","button-back":"Back","caption":"We're working hard to create the best product experience ever and we're always looking for great people to help us accomplish that vision.","email-text":"Alternatively, please send your resume to","position":"Position","title":"Current Openings"},"header":{"button":"See Current Opportunities","caption":"We believe life is too short to spend everyday just to fulfill a job description. We are seeking people who want to create real positive impact and build something meaningful for the world.","title":"Building a better and meaningful ","title-2":"society together"},"job-category":[{"category":"Technology & Product"},{"category":"Sales & Risk"},{"category":"Marketing"},{"category":"Ops & Finance"},{"category":"HR & legal"},{"category":"Internship"}],"job-opening":{"all":"All","indonesia":"Indonesia","job-opening":"Job Openings","malaysia":"Malaysia","singapore":"Singapore"},"testimonial":[{"comment":"The perks of working in a startup are the vast opportunity to learn and grow, a tight-knit team, and of course work-life balance!","name":"Juniko","title":"Strategy & Ops"},{"comment":"Challenging yet fun and rewarding, I work with a purpose, feel valued and learn from incredible talented and smart team.","name":"Agus","title":"Tech"},{"comment":"Fast-paced and stimulating, yet fun work environment, surrounded by creative and innovative team!","name":"Dwi","title":"Ops"}]},"complaint-handling":{"content":"

These provisions are arranged based on OJK’s (Otoritas Jasa Keuangan) regulation No.18/POJK.07/2018 regarding Consumer complaint service in financial service sector, article 100 Regulation of Otoritas Jasa Keuangan “No. 10/POJK.05/2022” regarding Technology Based Money Lending Services and Regulation of Otoritas Jasa Keuangan “No. 6/POJK.07/2022” regarding Consumer Protection in Financial Service Sector, and constitution No.8 year 1999 regarding Consumer Protection.

Modalku arranged this provision to ensure financial service activities in financial service sector is held in a organized, fair, transparent, accountable, sustainable and stable manner.

A receipt will be given for every complaint received to be kept by consumer, where it contains ticket handling number and Modalku contact details.

Customer’s Contact Channels:

Complaint can be delivered thru several channels below:

  1. Phone
    Modalku provides a phone number that can be contacted by customers to deliver a complaint. Official working time for this channel is 09.00 – 18.00 WIB during working days
  2. Website and Mobile App live chat
    Modalku provides a live chat feature that can be accessed by customers through Modalku’s website or mobile App. Official working time for this channel is 09.00 – 18.00 WIB during working days
  3. Email
    Customers can deliver their complaint to email addresses below:
    layanan@modalku.co.id
    info@modalku.co.id

Standard time of complaint settlement

A complaint will typically be responded after 3 days at the latest after complaint is being logged. Time needed to settle complaints will be vary, depending on the complexity of the complaint.

  1. Verbal complaint
    Customer Service team will do a follow-up on verbal complaint 5 days at the latest after complaint is received by Customer Service team. Customer Service team can ask for an additional documents if required and directs customer to log a written complaint with supporting documents if required.
  2. Written complaint
    Follow-up on written complaint will be done 20 days at the latest after complaint and required documents is received by Customer Service team.
  3. TCustomer Service team may extend the settlement time of complaint up to 20 working days if:

Complaint Handling Flow

Complaint Handling and Settlement

Every complaint received is mandatory to be resolved internally with the flow above.

  1. Customer Service team will provide solution of the complaint to customer under the condition below:
    1. Solution can be delivered verbally and/or written
  2. Solution to complaint can be:
    1. Explanation of the problem, in the event of there is a lost and/or potential lost that is not caused by any mistakes from Modalku
    2. Settlement offer, in the event of the is lost and/or potential lost that is proved caused by mistake from Modalku. Settlement offer can be in the form of apology, service improvement of the products provided and can be followed by compensation offer, if the complaint is proven to be valid and causing material losses to customer.
  3. Modalku can, in 20 working days provide further response and affirmation regarding the complaint handling result including settlement offer to customer in the event of customer declined the settlement offer.
  4. In the event there is no agreement between two parties of the settlement, Customer Service team will inform to customer that further settlement process can be done through court or through Lembaga Penyelesaian Sengketa which has been determined by OJK.

Procedure of Submitting Complaints to OJK

Monthly Reports

It is mandatory for the Customer Service Team to prepare and submit a monthly Report of Complaints at the latest on the 10th working day of the following month.

monthly reports must be submitted to OJK, specifically to the Executive Head of Pension Fund Insurance, Financing Institution, and Other Financial Service Institution Supervision.

The structure of said monthly Report of Complaints must, at least, contain the following information:
  1. Product and/or service category, and the problems that were reported
  2. Complaints that were resolved during the reporting period
  3. Cause of Complaints
  4. Negative Publication of Complaints
Quarterly Reports

It is mandatory for the Customer Service Team to prepare and submit a quarterly Report of Complaints at the latest on the 10th of the month immediately following the end of the quarter (should the 10th of said month fall on a Saturday, Sunday, or a public holiday, the deadline to submit the quarterly report is on the next following working day).

If a problem occurs when submitting the quarterly report through an electronic system, then the report must be submitted via mail to OJK, specifically to the Executive Head of Supervision appropriate to company services, with a copy sent to the Consumer Education and Protection work unit.

The structure of quarterly Report of Complaints must contain the following information:
  1. Product and/or service category, and the problems that were reported
  2. Complaints that were resolved during the reporting period
  3. Cause of Complaints
  4. Negative Publication of Complaints
","title":"Terms of Service for user complaints"},"deposit":{"atm":{"other":{"caption":"Go to \"Transfer\" Menu","list":[{"value":"Select \"Transfer Services\""},{"value":"Choose \"Transfer to a Different Bank Account\""},{"value":"Input code 153 + Your Virtual Account with format 8299 + ID Modalku (without space)"},{"value":"Confirm your transaction on the ATM screen"}],"title":"Other ATMs (ATM Bersama, Alto, Prima)"},"sinarmas":{"payment":{"caption":"From Menu \"Pembayaran\"","list":[{"value":"Choose \"Pembayaran\""},{"value":"Choose \"Layar Berikutnya\""},{"value":"Choose \"Virtual Account\""},{"value":"Input Your Virtual Account number with format 8299 + ID Modalku (without space)"},{"value":"At confirmation screen, make sure the amount is correct"}]},"title":"Bank Sinarmas ATM","transfer":{"caption":"Go to \"Transfer\" Menu","list":[{"value":"Select \"Transfer\""},{"value":"Choose \"Bank Sinarmas Account\""},{"value":"Select \"Other Customer Account\""},{"value":"Enter the number of your Virtual Account using the following format: 8299 + Modalku ID (no space)"},{"value":"Confirm your transaction on the ATM screen"}]}}},"bank":{"international":"International banks","local":"Local banks"},"bank-information":{"caption":"You can make the fund transfer from below account :","title":"Your bank information account"},"bca-va":{"atm":{"list":[{"value":"select the Other Transaction menu"},{"value":"Select the Transfer menu"},{"value":"Select the menu to BCA Virtual Account"},{"value":"Enter your Virtual Account number with the format 8299 + your BCA VA number (without spaces)"},{"value":"Make sure the name listed is your name, and enter the number you want to transfer"},{"value":"save your receipt if needed in the future"}]},"bca-internet-banking":{"list":[{"value":"Log in to the KlikBCA account"},{"value":"Select “Fund Transfer”"},{"value":"Select “Transfer to BCA Virtual Account”"},{"value":"Enter your BCA VA account information